Front Desk/Guest Services Agent - Hotel

REPORTS TO: Hotel General Manager

POSITION SUMMARY:

Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guest’s complete registration cards and then assigns rooms, accommodating special requests whenever possible.

Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage and maintains and supervises access to safe deposit boxes.

Must be sales minded. Presents options and alternatives to guests and helps in making choices. Knows the location and types of available rooms as well as the activities and services of the property. Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, foreign currency exchange, etc.

Additional details about position & compensation will be discussed during interview process.

DUTIES AND RESPONSIBILITIES:

• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in preregistration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit, check-cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room keys (only for manual room key hotels)
• Knows how to use front office equipment.
• Processes guest check-outs.
• Performs cashier-related functions like posting charges to guest accounts, currency exchange, etc.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures, is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

PREREQUISITES:

• To be effective on the job, maintenance technicians should possess the following qualities and qualifications:
• Education: High school diploma or equivalent. Must speak, read, write, and understand the primary language used in the workplace. Must be able to speak, understand, and write fluent English.
• Ability to speak and write Spanish preferred but not required.
• Experience: Previous hotel-related experience desired.
• Physical: Requires writing, standing, sitting, walking, repetitive motions, listening and visual acuity, and may on occasion have to lift and carry up to 40 pounds.

Job Type: Part-time

Pay: From $1.00 per hour

Schedule:

• Day shift
• Holidays
• Night shift
• Weekend availability

Experience:

• Hotel Front Desk: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Work Location: One location